{"id":745147,"url":"https://alion.io/job/talkdesk-senior-cx-manager","title":"Senior CX Manager","company":{"id":54011,"name":"Talkdesk","domain":"talkdesk.com","url":"https://alion.io/company/talkdesk","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":89,"open_postings":4,"ghost_share":0,"stale_share":0.25,"repost_share":0,"time_to_fill_p50_days":93,"computed_at":"2026-11-02T06:13:15Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":77500,"max":147000,"currency":"USD","period":"year","gross":null,"usd_annual":147000},"salary_estimate":null,"experience_years_min":7,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agile","optional":true},{"name":"AI Agents","optional":true},{"name":"Salesforce","optional":true},{"name":"Waterfall","optional":true}],"status":"live","first_seen_at":"2026-01-16T21:42:45Z","employer_posted_date":"2026-10-21","last_verified_at":"2026-11-02T05:51:41Z","board_verified":true,"closed_at":null,"days_open":289,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":289},"description":"The Senior CX Manager plays a critical role as a senior technical advisor and strategic partner to Talkdesk’s largest and most complex customers. This role drives measurable business outcomes by leading advanced product adoption, overseeing complex technical initiatives, and ensuring long-term customer success through strategic enablement, and change management.\nThe Senior CX Manager serves as the bridge between customer stakeholders (technical and business) and Talkdesk’s internal teams to ensure alignment on key business objectives and successful product utilization. In addition to typical customer technical guidance, you will also assume key Customer Relationship Management (CRM) responsibilities to ensure the long-term health and success of our customers. This unique hybrid role is for a proactive professional who excels at solving complex technical challenges while also fostering strong, lasting customer relationships.\nKey Responsibilities\nEnterprise Technical Enablement & Delivery Leadership\nServe as the primary senior technical point of contact for enterprise and strategic accounts.\nLead complex onboarding, platform optimization, and advanced feature deployments across multi-product environments.\nDefine solution scope, delivery approach, and technical roadmap in partnership with customer project managers and internal teams.\nTranslate customer business and operational needs into scalable technical architectures and implementation plans.\nDrive use case strategy, feature adoption, and innovation roadmaps aligned to customer goals and Talkdesk product direction.\nConduct advanced demos and enablement sessions showcasing feature enhancements and new capabilities.\nEstablish and disseminate technical best practices across customers and internal teams.\nCustomer Success, Program Ownership & Risk Management\nBuild and maintain trusted relationships with senior executive and operational stakeholders.\nSupport executive business reviews focused on ROI, KPIs, adoption maturity, and strategic alignment.\nOwn the end-to-end management of technical initiatives, including issue tracking, prioritization, and customer communication.\nProactively identify delivery risks, develop mitigation strategies, and remove roadblocks to ensure program success.\nAct as a senior escalation point for complex technical and delivery issues, coordinating cross-functional resolution.\nPartner with customers on structured change management strategies to ensure sustained adoption and value realization.\nData-Driven Value Realization & Commercial Impact\nAnalyze product usage, operational data, and customer insights to identify optimization and expansion opportunities.\nSupport renewals and expansion efforts by aligning demonstrated technical value to customer business outcomes.\nDevelop customer success stories and case studies highlighting measurable results and enterprise-scale impact.\nCross-Functional Leadership & Professional Services Alignment\nPartner closely with Professional Services, Product, Support, Engineering, Sales, and Customer Success to deliver cohesive outcomes.\nSummarize and communicate customer feedback related to product gaps, bugs, and roadmap considerations.\nInfluence internal prioritization by providing structured, data-backed insights from enterprise customers.\nParticipate in the sales cycle as needed to gather technical requirements, shape solution approaches, and support proposals or SOWs.\nContribute to the development of scalable delivery processes, playbooks, and best practices across the CX organization.\nRequirements\n7-10+ years of experience in Technical Account Management, Professional Services, Customer Success, Solution Consulting, or IT Project Management within a SaaS, CCaaS, or CPaaS environment.\nPreferred experience in financial services, healthcare/lifesciences, retail and consumer products.\nProven track record of managing and delivering complex technical initiatives for enterprise customers.\nStrong technical acumen, including experience with APIs, CRM systems (e.g., Salesforce), and modern cloud-based enterprise platforms.\nDemonstrated experience defining scope, managing delivery plans, and coordinating multi-workstream projects.\nExperience with agile and/or waterfall implementation methodologies; PMP or equivalent certification preferred.\nAbility to align technical solutions to strategic business outcomes and ROI.\nExecutive-level communication skills with the ability to influence and advise senior stakeholders.\nStrong analytical and problem-solving skills, with comfort operating in ambiguous environments.\nExcellent written and verbal communication skills with a consulting mindset and high attention to detail.\nExperience with contact center technology or customer experience platforms strongly preferred.\nWillingness to travel up to 25-30%.\nCommitment to continuous learning and enablement related to Talkdesk’s evolving platform and innovations.\nPay Range (Base Pay): $77,500 - $147,000\nOther Types of Pay: Based on level and role the employee may be eligible for long term incentives in the form of equity and short term incentives of either bonus or commission. \nHealth Insurance: Medical, Dental, Vision, Life and Disability Insurance, Employee Assistance Program (EAP).\nRetirement Benefits: 401(k) plan\nPaid Time Off: Talkdesk offers an uncapped paid time off program for exempt employees and an accrual-based program for non-exempt employees; both are subject to manager approval and consistent with business needs.\nPaid Holidays: Talkdesk offers 14 paid holidays each year. \nPaid Sick Leave: Exempt employees have uncapped paid time off and non-exempt sick leave follows accrual standards; both are subject to manager approval and consistent with business needs.\nMethod of Application: Apply online.\nApplication Window: The application window is expected to close at least 5 days from the posting date. The application was posted on 08/20/2026.\nBenefits and perks listed above may vary based on the nature of your employment with Talkdesk.\nAll questions or concerns about this posting should be directed to the Talent team at .\nTalkdesk is pioneering a new era of Customer Experience Automation (CXA), redefining how the world’s most admired brands interact with their customers through AI. Our global team of courageous innovators is customer-obsessed, building AI-first solutions that put empathy, trust, and transparency at the center of every interaction. We foster an inclusive culture where diverse perspectives drive our success and every voice belongs. Combining the stability of a global leader with the agility of a disruptor, Talkdeskers are empowered with the autonomy to drive meaningful impact, while giving back to the communities and environment around us.\nTalkdesk has been recognized as a Leader in the Gartner® Magic Quadrant™ for Contact Center as a Service (CCaaS) and in the G2 Overall Grid® Reports for AI Agents and Contact Center. With seven consecutive years on the Forbes Cloud 100 and multiple AI Breakthrough awards, there has never been a more exciting time to join us as we shape the future of customer experience automation!\nWork Environment and Physical Requirements:\nPrimarily office-environment work, extended periods of sitting or standing, computer-based work. Limited lifting, and equipment usage limited to computer-related equipment (keyboards, mouse, etc.)\nThe Talkdesk story hinges on empathy and acceptance. It is the shared goal among all Talkdeskers to empower a new kind of customer hero through our innovative software solution, and we firmly believe that the best path to success for our mission is inclusivity, diversity, and genuine acceptance. To that end, we will hire, promote, work along, cheer for, bond with, and warmly welcome into the Talkdesk family all persons without regard to ethnic and racial identity, indigenous heritage, national origin, religion, gender, gender identity, gender expression, sexual orientation, age, disability, marital status, veteran status, genetic information, or any other legally protected status.","description_format":"text","description_chars":8096,"description_truncated":false,"requirements":{"experience_years_min":7,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Continuous learning","Equity","Health insurance","Retirement plans"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Conversational AI","AI Agents","Contact Center Software"],"lifecycle":[{"event":"open","at":"2026-09-11T13:56:29Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 1","filings_12m":1,"filings_prev_12m":0,"green_card_filings_12m":0,"median_offered_wage_usd":237500,"route":null,"cap_exempt":false,"checked_at":"2026-10-29T16:27:21+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)"],"filings_for_role_12m":0}],"liveness":{"score":18,"band":"cold","label":"Long shot","p_open":1,"p_active":0.632,"p_room":0.28,"age_days":289,"expected_fill_days":93,"reasons":["conf:0","velocity","win:tail","crowd:"],"computed_at":"2026-11-02T06:13:15Z"},"pay":{"stated_usd_annual":147000,"is_top_pay":true},"html_url":"https://alion.io/job/talkdesk-senior-cx-manager","json_url":"https://alion.io/job/talkdesk-senior-cx-manager.json","meta":{"generated_at":"2026-11-02T09:49:17Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":13692,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-03T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":54011},"rest":"https://alion.io/mcp/rest/get_company?id=54011"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ftalkdesk-senior-cx-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ftalkdesk-senior-cx-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ftalkdesk-senior-cx-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/talkdesk-senior-cx-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ftalkdesk-senior-cx-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":745147}},{"tool":"search_jobs","arguments":{"company":"talkdesk.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":745147},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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